Hi,

This is Akarsh from Chennai. I bought Nokia Lumia 920 on August 7 2013 for 32k thru Flip kart (invoice Attached) and it fell down accidentally and my screen got scratches – which I got repaired from NOKIA CARE @ Palakkad – Aagnas Mobile care, Palakkad paying 12,000 for changing the entire set as they said.

Once I got it repaired from them, I asked them to check if there is any other damage – any service required ? They said everything is fine – However, When I tried to make a call my phone started hanging, and blackened out. I took it Aagnas again, this time they made a full service and check and returned. Now, the phone is not hanging and blackening often as earlier but, problem still is there for 3 out of 5 calls.
Also, Even After spending 12k for repairing a new phone bought 6 months ago – I didn’t get the clarity on the phone – as I had when it was new – Screen light was little yellowish.

I reached Chennai, and handed over the phone to Nokia Care, Medavakkam – they have checked and returned back the phone to me stating that the panel of the phone also – again that will not also covered in warranty – (Wondering which part else of this phone is left out to be covered for warranty ) – I asked him how much will it take it to fix and he replied “4000” – I was shocked.

My Humble question is to you is – Even after I paid 12k to fix my screen issues and service my phone… Your executive wasn’t capable of finding the second fault in my phone and just getting my 12k and made me juggle for other services to some other Nokia care – where they again demand for another 4k to resolve this

And AM NOT AT ALL SURE THAT EVEN AFTER PAYING THIS 4K I WILL GET THE SAME CLARITY FOR MY PHONE – AS IT WAS BEFORE THE GLASS WAS BROKE.

Please provide me a resolution and Assurance of my phone being repaired and replaced to the initial state - THUS JUSTIFYING THE MONEY I PAID – BOTH BUYING AND REPAIRING WITHIN A 6 MONTHS OF TIME.

As a bigger network of mobile phone sales and services, I hope you will provide your customer better services – NOT EYEING ONLY ON CONSUMER’S MONEY


Updating this complaint on 20 Jan 2014,

I got a reply from Nokia on this as below, from contactcentre.india@nokia.com for my mail 0- Not from the mail id which they have replied here.

I wonder whom to contact further on this - So publishing this in my complaint itself.

From: contactcentre.india@nokia.com
Sent: ‎14-‎01-‎2014 10:34 AM
To: akarsh8@gmail.com
Subject: The Service Request No. is 1-14********1 [SR# 1-14********2]
Dear Akarsh,


Thank you for e-mailing Nokia Care. The Service Request No. is 1-14********1

This e-mail is in reference to the repair concern with your Nokia Lumia 920. I regret for the inconvenience caused to you.

In response to your email, I would like to inform you that, our technicians at the Nokia Care Centre follow certain warranty guidelines to determine the warranty of the phone. If a guideline is not adhered to, the phone would be considered out of warranty. You may also note that our technicians are empowered to return the phone without service provision on the same basis. Furthermore, if your phone is assessed to be physical damage, water corrosion, or external tampered, your phone would be considered to be out of warranty.

Secondly, I would like to update you that in order to get your device repaired you have to pay the charges estimated by Nokia Care Centre and price of spare parts at Nokia Care Centre are genuine.

Further, you may kindly note that Warranty Terms & Conditions may apply:
http://www.nokia.com/in-en/support/manufacturer-s-limited-warranty/

Furthermore, I would like to inform you that if repair service is paid, your handset would be considered under 30 days of repair warranty for the same concern by the same Nokia Care Centre, added that you have to visit the same Nokia Care Centre with that time period to avail the limited warranty of 30 days.

Please let me know if you require any further information/help.

Thanks & Regards,

Akshay Kamal
Nokia Care Representative
India


I need justification for the 13k I paid for changing apart from the issues with the service center wavering from Palakkad and chennai .

If only that particular nokia care should handle the problem, what should a consumer do if they 're stuck with a problem in their phone on a different location - are you expecting us to travel all the time to the location where the problem happend and got it repaired for every sinngle problem with the phone. ?

Is this a proper answer from a giant mobile service provider?

Firstly, I know that any physical damage or water corrosion etc., doesn’t cover under warranty - That’s why I paid 12,000 INR to get my actual phone display problem fixed.

What I am asking for is the justification for the 12k spend –the handset even after changing the spare parts from ORIGINAL NOKIA CARE CENTER (said to be – As we cannot go and verify your dealership everywhere) – still has got some yellowish tint .

Secondly, YOUR NOKIA CARE EXECUTIVE – has intentionally said that I can show this phone for any further complaints/queries at ANY OF THE NOKIA CARE CENTRES IN INDIA - But it is really frustrating to see a reply from you like this saying that - Furthermore, I would like to inform you that if repair service is paid, your handset would be considered under 30 days of repair warranty for the same concern by the same Nokia Care Centre, added that you have to visit the same Nokia Care Centre with that time period to avail the limited warranty of 30 days.

Finally, I had to find out at my own cost and expenditure that NOKIA is a worst piece of electronic – Because a handset for which is 32k when I bought, requires nearly 40 % of the total cost to repair it (within 6 months of time) and even after repairing doesn’t provide same quality as new one.

Also it is really frustrating to hear from a giant service provider like NOKIA – That the service can be taken only at the center where I initially went for repair.

Further replying to your mail, I would like to inform you that I require a clean and clear explanation from NOKIA CARE or Nokia customer support for the inconvenience caused, And the reason why I can’t give it at the local service center (NOKIA CARE – Wonder why you keep this name – when you care your customers not even 1% ).

If no explanation and service provided, I would like to handle this legally.


If they are not providing a proper answer for my phone's problem and the service center location issue - I am gonna definitely complain on this legally.


Thanks,
Akarsh